Amy Rocco Orlando
Belmont,MA
Summary
Self-motivated Operations, Relationship Management professional successful in collaborating with employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of client relations, sales, and management techniques.
Overview
27
27
years of professional experience
Work History
Operations Manager
Workbar
Boston, MA
08.2023 - 09.2024
- Operations Management: Oversee all operational aspects of 11 Workbar locations, ensuring compliance with brand standards and operational excellence.
- Team Leadership: Managed and mentored a diverse team of staff members, providing weekly coaching to sales personnel to consistently exceed sales targets.
- Sales Performance: Developed and implemented effective sales strategies, resulting in sustained revenue growth and member satisfaction across all locations.
- Member Relations: Addressed and resolved escalated issues regarding member experiences and building space concerns, ensuring a positive and supportive community atmosphere.
- Budget Oversight: Approved and managed operational budgets, including purchasing and marketing initiatives for events and member engagement activities.
- Brand Standards Compliance: Ensured all locations adhere to Workbar’s brand standards, fostering a cohesive and high-quality environment for all members.
- Collaboration with Marketing: Support marketing efforts through event planning and member engagement strategies, enhancing community connections and brand visibility.
Community Manager
Workbar
Needham, MA
01.2021 - 01.2022
- Works collaboratively with sales and marketing to help field incoming membership inquiries through email, phone and non-member walk in opportunities
- Surpassed Monthly Sales goals by managing pipelines through Salesforce
- Productively manage new and existing client relationships to guarantee retention
- Organize and execute community building efforts
- Developing relationships with members by understanding their needs
- Connect members across all Workbar locations
- Provide excellent customer service by quickly and effectively meeting member needs, communicating professionally, and taking the initiative to exceed their expectations
- Drive account management functions such as billing, room reservations management, onboarding and offboarding and administer membership changes
- Maintaining Workbar Needham to high quality standards ensuring all aspects are functioning by communicating with members, vendors and building management
- Drive internal growth by productively managing new and existing relations with clients to encourage their repeat business and renewals
Business Development Account Manager
Globe Life
Boston, MA
01.2019 - 01.2021
- Exceed sales goals managing a New England territory of MA, NH, ME and VT
- Demonstrate the benefits and features of American Income Life Insurance products and services to Unions, Credit Unions, and Associations
- Productively manage new and existing relations with clients to encourage renewals
- Offer the necessary resources and training for American Income agency new hires to succeed in meeting regional sales goals
- Remain in constant contact with home office staff to communicate account updates, administrative information, and insurance claims within the territory
- Skillfully develop and implement engaging marketing materials to drive increases in brand awareness
- Serve as an integral leadership role as member of OPEIU local #277 with the responsibility of building trade relationships with members in MA, NH, ME, and VT
- Strategically coordinate, plan, and manage 25 meetings per week to communicate sales performance
Chase Education Finance
JPMorgan Chase
Boston, MA
01.2007 - 01.2008
- Provided dynamic administrative support to team members by managing contracts and account set-up
- Identified potential clients throughout MA, NH, and ME to determine new business growth opportunities
- Creatively designed marketing strategies that demonstrated the benefits of Chase Student Loans
- Built long-term relationships with accounts to maximize retention, satisfaction, and business
- Properly educated clients about various financial aid products based on their individual needs
- Collaborated with product management in achieving competitive intelligence and product enhancements
- Produced in-depth account intelligence reports that detailed current business for senior management
Account Manager / Brokerage Sales
S&P
Boston, MA
01.2005 - 01.2007
- Created sales and business solutions to drive increases in sales, bottom-line profits, and product awareness
- Liaison between clients and various cross-functional teams across marketing, billing, and customer support
- Scheduled meetings with key contacts to build relationships and determine needs
- Applied effective interpersonal and negotiation skills to secure sales during client meetings and conferences
- Ensuring the seamless operations of projects with internal developers, product managers, and third-party vendors
- Generated reports for the product management team that highlighted product feedback, improvements, and competitive market analysis for each client
Relationship Marketing Manager, Institutional Sales, Bank Trust Group
MFS Investment Management
Boston, MA
01.2001 - 01.2005
- Home office contact for national accounts, while being responsible for an individual sales territory
- Provided client service and sales to support to a field based regional sales representative
- Prospected and managed a territory while client service contact to national accounts
- Coordinated internal marketing strategies for regions within the department
- Produced Zephyr Analytical reports for clients and managed CRM
- Prepared fund analysis regularly upon request from client/brokers contacts along
- Attended client meetings and events to promote MFS products and services
Sales Coordinator, Institutional Sales, Bank Trust
MFS Investment Management
Boston, MA
01.2000 - 01.2001
- Primary Contact for financial institutions and field force personnel
- Provided administrative to sales prospects clients, and brokers
- Worked with investment advisors and bank trust officers as the home office contact
- Provided marketing material, fund performance, and daily phone support
- Developed and facilitated various marketing and client service projects, being the central resource for seminars
- Prepared fund analysis
- Responsible for various sales statistics reporting and perform additional duties as requested by manager
- Provided supervision for administrative assistant
Sales Coordinator, Institutional Sales
MFS Investment Management
Boston, MA
01.1998 - 01.2000
- Provided administrative support to institutional sales representatives
- Worked with field force personnel in local and satellite offices
- Organized projects, planned events, prepared booths as the central resource for seminars and events
- Worked with Marketing Manager to organize and compile various sales statistics report results
- Assisted Managing director with campaigns, tracked sales targets and developed promotional flyers
- Distributed marketing materials daily phone contact with clients and prospect
Sales Assistant II, Institutional Sales
MFS Investment Management
Boston, MA
01.1998 - 01.1999
- Provided administrative Support to the institutional sales team in local and satellite offices
- Central Resource for all sales reporting, a database administrator of the CRM database
- Direct phone contact with prospects, clients, and consultants
- Prepared presentation materials for sales calls and internal meetings
- Supervised temporary support and administrative staff by training and designating appropriate tasks
- Central resource for seminars, responsible for booth preparation, registration, and event planning
Education
Bachelor of Arts - Psychology
Merrimack College
Skills
- Business Development
- Maintenance Planning
- Performance monitoring
- Workflow Optimization
- Customer Retention
- Process Improvement
- Incidents management
- Customer Relationship Management (Sales Force)
- Customer Relationship Management
Profileofqualifications
- Highly accomplished Relationship Management Professional eager to contribute 20+ years of experience in Client Relations, Staff Development, and Marketing toward maximizing a top employer's success
- Influential self-starter who quickly rectifies on-site and virtual challenges by streamlining administrative and business operations, eliminating customer-related risks, and adapting to evolving scenarios
- Strategically prioritize, coordinate, and manage multiple projects to optimize productivity and achieve critical performance goals in sales, bottom-line profits, and reduced turnover rates.
- Dynamic communication and interpersonal relation skills with a continual commitment to leading, directing, training, and motivating high-performance teams.
- Adept at quickly earning the trust, confidence, and respect to cultivate positive relationships that lead to increases in satisfaction, retention, and repeat business.
Timeline
Operations Manager
Workbar
08.2023 - 09.2024
Community Manager
Workbar
01.2021 - 01.2022
Business Development Account Manager
Globe Life
01.2019 - 01.2021
Chase Education Finance
JPMorgan Chase
01.2007 - 01.2008
Account Manager / Brokerage Sales
S&P
01.2005 - 01.2007
Relationship Marketing Manager, Institutional Sales, Bank Trust Group
MFS Investment Management
01.2001 - 01.2005
Sales Coordinator, Institutional Sales, Bank Trust
MFS Investment Management
01.2000 - 01.2001
Sales Coordinator, Institutional Sales
MFS Investment Management
01.1998 - 01.2000
Sales Assistant II, Institutional Sales
MFS Investment Management
01.1998 - 01.1999
Bachelor of Arts - Psychology
Merrimack College
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